Michael Cooper

• Assisted relationship director with portfolio of real estate customers.
• Facilitated management of excess lists and credit risk management requirements.
• Supported day-to-day relationship management by maintaining regular contact with customers.
• Handled account opening requirements and conducted ‘know your customer' reviews.
• Aided in completing end-to-end lending applications for annual reviews and new money requests.
• Coordinated drawdown process, instructing solicitors and liaising with lending fulfilment team and borrowers.
• Achieved customer satisfaction through consistent follow-ups and updates.
• Coordinated with cross-functional teams, ensured smooth project execution.
• Enhanced knowledge of market trends and recognised potential future patterns.
• Contributed innovative ideas for improved relationship management practices.
• Streamlined internal procedures to boost productivity and efficiency levels.

Assisted corporate manager with daily operations of client portfolio.
Facilitated communication between team members and clients to ensure timely updates.

Supported administrative tasks to enhance overall efficiency.

• Excess breach referral list – managing customer accounts, making
  decisions and referring to credit team
  
• General lending – producing offer letters, instructing and liaising with the Securities Centre, solicitors and customers to follow through to drawdown for completion
  
• Relationship management – this includes account opening, service
  reviews and liaising with customer support team when required
  
• Portfolio Management – Customers with T/O of over £25m - being the main point of contact, dealing with all customer requirements
  including lending requests and annual reports to Credit.

• Support the Relationship Director to complete credit applications, for
  new and renewed facilities, enabling decision making through my fact-finding discussions and investigations with the customer.
• Relationship Management including Service Reviews to produce better working relationships and commitment to the customer.
• Excess breach referral list – conversing with the customer to aid in
  managing their accounts which I had a discretion of up to £25k. Any
  overdrawn balances above £25k I would report and liaise with our
  credit team to identify possible areas in which the customer needs
  assistance.
• Create recommendation reports for credit applications & breaches.
• Identify sales opportunities which are in line with the customers' needs by holding in depth conversations.
• Ensure accurate customer records are maintained.

• Working within a set customer portfolio, dealing with customer queries and manual payment processing, including foreign payments.
• Sole contact for Solicitors & Property Management including queries, account opening, relationship management.
• Treasury deposits.
• Deputy team leader.
• Successfully delivered on tasks within tight deadlines.
• Improved efficiency and productivity by acquiring new skills.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.

• Customer queries (payment queries, locating missing credits etc. )
• Internal accounts dept (rejected entries, ATM queries, clearing
  differences etc. )
• Telephone queries for Southern region for retail and corporate
  customers.
• Supervisory refer list (review entries on highlighted accounts e.g.
  deceased acct holder)
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Applied positive customer service approach to increase satisfaction levels.

• Receiving deliveries and ensuring no discrepancies.
• Maintaining stock levels on the shop floor.
• Supervising a team of 6 (delegating activities, managing workload).
• Individual Customer service for those with particular needs.